Customer Success Manager

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

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About the Team

Join a collaborative group of Customer Success Managers who support each other and value continuous learning. We believe that open communication and cross-functional partnerships are crucial for effectively supporting our customers' success.

About the Role

As a Customer Success Manager (CSM) at Workday, you will play a vital role in ensuring our customers achieve maximum value from our products and services. You will achieve this by quantifying value, driving product adoption, proactively identifying and mitigating risks, sharing best practices, uncovering opportunities, and developing strategic goals in partnership with our customers. You will also collaborate closely with Customer-Base Account Executives to identify opportunities for account expansion and growth.

Responsibilities:

• Proactively monitor customer usage to find opportunities for increased product feature adoption.
• Conduct regular engagements with customers to assess their satisfaction and pinpoint areas for improvement.
• Demonstrate the value of our SaaS solutions and quantify the return on investment for our customers.
• Proactively identify and mitigate potential risks to prevent customer churn.
• Support the contract renewal process to ensure timely and successful renewals.
• Identify and pursue opportunities for upselling and cross-selling additional products and services.
• Act as the voice of the customer within Workday, advocating for their needs and providing valuable feedback to our product and development teams.
• Gather customer feedback and insights to inform product improvements and enhance the overall customer experience.
• Develop compelling customer success stories and testimonials.
• Collaborate closely with internal teams, including Sales, Support, and Product, to ensure a seamless customer journey.
• Share your knowledge and expertise with fellow CSMs to cultivate a supportive and encouraging team environment.
• Develop a deep understanding of Workday's HCM and FINS SaaS solutions, as well as relevant industry trends and standard processes.
• Stay up-to-date on new product features and enhancements.
• Provide expert guidance to clients on how to optimize their software usage to meet their unique business objectives.
• Leverage data to inform strategic decisions and drive positive customer outcomes.

About You

Basic Qualifications:

• 3+ years of experience in a customer-focused role (e.g., Customer Success, Consulting, or Account Management) involving issue resolution and escalation management at both business owner and executive levels.
• Experience working with SaaS solutions.

Other Qualifications:

• Proven strength in customer interactions, including actively engaging to understand needs and managing customer satisfaction through feedback analysis and improvement strategies.
• Excellent critical thinking skills, including the ability to identify, understand, and solve problems effectively.
• Experienced in executive presence, demonstrating confidence, composure, and effective communication to influence key decision-makers.
• Experienced in conflict management, including identifying root causes and applying effective resolution techniques.
• Bachelor's degree or equivalent work experience; a degree in Business or a technical field is preferred.

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!